Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

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Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST

Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises TOCK COMMERCIAL BANK FOR PRIVATE ENTERPRISESMajor: Business AdministrationCode: 60 34 05MASTER OF BUSINESS ADMINISTRATION THESISSUPERVISORS:1.Dr.PHAM

THI NHUAN2.DANG NGOC SI’, MBAHanoi - 2007TABLE OF CONTENTSACKNOWLEDGEMENTS..........................................................iABSTRACT......... Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

.........................................................iiTÓM TẤT...................................................................ivTABLE OF CONTEN

Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

TS.........................................................viLIST OF ABBREVIATIONS.....................................................viiiLIST OF FIG

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST

Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises ON..............................................................11.Rationale..............................................................12.Objective

s & aims......................................................13.Hypotheses.............................................................24.Scope of wo Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

rk..........................................................25.Data resource & processing.............................................36.Methods & app

Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

roaches...................................................37.Significance...........................................................38.Limitations....

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST

Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises ntial)................................................411.Thesis structure......................................................4PART 1: LITERATURE RE

VIEW AND RESEARCH METHODOLOGY........................6CHAPTER 1: LITERATURE REVIEW..............................................61.1The nature of serv Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

ices and Characteristics of services................61.1.1Why smdy senices?..............................................61.1.2What is sen ice?.......

Luận văn thạc sĩ service quality and customer service performance the case of vietnam joint stock commercial bank for private enterprises

........................................61.1.3Characteristics of sen ices....................................61.2Managing sen ice quality.............

VIETNAM NATIONAL UNIVERSITY, HANOI SCHOOL OF BUSINESSNguyen Quynh TrangSERVICE QUALITY AND CUSTOMER SERVICE PERFORMANCE - THE CASE OF VIETNAM JOINT ST